Author: Sandra Radlovacki

Accessibility Is the Biggest Conversion Problem Costing Europe Millions

Europe’s online retail sector has a conversion problem few brands want to talk about. The real issue sits much earlier in the website journey: most e-commerce sites still can’t be used properly by the people who rely on assistive technologies. That...

Social Media Isn’t Fun Anymore. What Does That Mean for Brands?

Social media is no longer the guaranteed engagement engine it once was. Sure, many (usually younger) people are still using it to discover and buy things, but the initial thrill social media offered before has faded. New research from GWI for...

Travellers Expect Flexible Payments, Lufthansa Taps Klarna to Deliver It

Lufthansa Group is taking a significant step toward meeting travellers’ shifting payment expectations, launching a new partnership with Klarna to bring flexible payment options to customers across Europe and the United States. The move aligns closely with consumers increasingly steering...

AI Is Everywhere Except in Staff Training. It’s Time to Catch Up

You can’t walk into a workplace today without spotting AI somewhere in the background. Someone’s prompting a model for a quick draft, while others are summarising a spreadsheet. Customer service teams are relying on AI assistants to speed up replies. AI...

Turns Out People Buy More When Apps Aren’t Terrible

Retailers spend millions attracting shoppers to their apps every year. But little do they know that the real difference between a one-off transaction and a loyal customer is much simpler: make the app experience good, and people buy more. A...

UK Shoppers Turn to Second-Hand and Cheaper Delivery in Response to Rising Costs

Retailers preparing for Black Friday and Christmas are facing a customer base they no longer entirely recognise. ShipStation’s latest survey suggests that rising costs have pushed shoppers into building entirely new habits. Many of those habits now favour second-hand goods,...

Brands Lose Customers the Second Product Information Stops Making Sense

Shoppers are becoming far more decisive and far less forgiving when product information fails to meet their expectations. New findings from Akeneo’s 2025 PX Pulse survey reveal that the moment product details become confusing, incomplete, or inconsistent, customers leave. They...

Friendly Fraud: The Fastest-Growing CX Problem in Digital Commerce

It might be tempting to dismiss the phrase as a paradox: “fraud” that’s “friendly”? Yet for merchants, it is anything but benign. Friendly fraud (sometimes tagged as “chargeback fraud” or first-party misuse) refers to situations where a customer makes a...

Infobip Expands Branded Calling ID to Combat Rising Fraud Calls in North America

Infobip is expanding its Branded Calling ID (BCID) capabilities across North America as fraudulent and spoofed calls continue to erode consumer trust. The company is strengthening its voice portfolio and partnering with major U.S. telecom providers to make BCID easier...

Calabrio: Agents Are Carrying More Than Ever, Leaders Need to Step Up

The pressure on contact centre teams has grown significantly in recent years. Customer issues are more complex, expectations are higher, and AI is transforming day-to-day work faster than many organisations can support. This context framed Calabrio’s session at the Contact...